Strengthening the Digital Competitive Foundation
IBK is reinforcing both the institutional framework and human capabilities needed to drive digital transformation, continuously expanding the foundation of its digital competitiveness.
Advancing the Digital Transformation Framework
IBK is strengthening goal-setting and performance management for digital transformation to drive the process in a more systematic and structured manner. Building on the Digital KPI system—first introduced in the financial sector in 2022—the bank sets annual targets and continuously refines metrics in response to internal and external changes, embedding a culture of digital transformation across the organization. This approach positions IBK beyond short-term digitization, securing digital competitiveness that supports qualitative growth over the medium to long term.
Developing and Internalizing Digital Talent and Capabilities
To ensure the sustainability of its digital transformation, the bank focuses on developing digital specialists and internalizing digital capabilities across the organization. IBK has expanded hands-on digital training programs and operates digital expert development courses, systematically building employees' digital literacy and practical competencies. Participatory programs—such as data visualization challenges and generative AI hackathons—foster an environment linking learning, application, and performance outcomes, empowering employees to proactively lead digital innovation.
Broadening the Digital Ecosystem and Exploring Innovative Business Opportunities
IBK is proactively expanding its digital ecosystem to stay ahead of changes in the digital finance landscape. The bank is participating in "Project Hangang," a CBDC usability test led by the Bank of Korea, in preparation for the potential adoption of future financial infrastructure. It has also established a bank-wide collaborative framework to respond to the institutionalization of digital assets, while continuously monitoring related technologies and market developments.
"IBK 1st LAB," the bank's innovation testbed, identifies promising external technologies and ideas. Working with business departments, it drives new digital services and innovative business initiatives. Business models validated through testing are gradually integrated into operations, with three digital services launched in 2025.
Additionally, the bank rebuilt the "IBK Open API Platform" to deepen its digital partnership foundation. The upgrade enhanced system stability for high-volume transaction processing and improved external connectivity, laying the groundwork for expanded digital partnership services.
Innovating the Work Environment through Digital Technology
IBK leverages digital technology to enhance the efficiency and productivity of its employees' work environment. The bank introduced the RPA-based robotic assistant "R Dae-ri" to automate repetitive manual tasks and strengthened cross-departmental collaboration and knowledge sharing through the SaaS-based collaboration tool, "Dooray!" The bank is also digitizing physical documents generated at branch counters, improving operational efficiency and customer convenience while contributing to ESG value creation.
IBK reinforced internal controls and financial consumer protection by utilizing data transmission systems linked with government agencies and mobile-based digital services. The second phase of its document recognition system delivered 12 initiatives, including automated verification of retirement pension declarations and automated fax-based registration of sales information. AI-OCR–based automation further reduces manual input errors and improves processing efficiency.
Innovation in Digital Customer Experience
As key customer touchpoints shift to digital channels, IBK built the "Digital Customer Journey Solution" in April 2025 to manage its primary digital channels in an integrated manner. This enables systematic management of customer experience across digital touchpoints. The bank established standardized UI/UX guidelines to deliver consistent user experience across all digital touchpoints and operates a Digital Customer Experience Group to incorporate real user feedback into service improvements and channel enhancements. To further improve financial accessibility, IBK is upgrading digital services for foreign customers, steadily expanding its customer base.
Advancing Data-Driven Infrastructure
IBK is reinforcing the foundation for integrating data utilization into everyday operations by fostering a data-driven work culture, advancing core infrastructure, and establishing common data utilization platforms.
Fostering a Data-Driven Work Culture
IBK fosters a data-driven work culture through participatory outreach programs. Data utilization contests and analytical project discovery programs help business units identify and analyze real operational challenges from a data-driven perspective. Participation from sales, risk management, and support departments continues to expand, with growing evidence that data-driven approaches effectively resolve business issues.
Advancing Data Infrastructure
The bank upgraded its core data infrastructure to prepare for expanded data utilization and the deployment of AI technologies. By rebuilding its "Enterprise Data Warehouse (EDW) system," IBK enhanced stability and scalability for large-scale data processing while advancing its data integration and management framework through a more flexible architecture.
The bank also built an "Unstructured Data Assetization System" to systematically manage and leverage unstructured data such as documents and text, broadening the overall foundation for data utilization.
Building Common Data Utilization Platforms
To enhance data accessibility and usability across business units, the bank rebuilt its "Big Data Platform" and "Data Portal." Consolidating previously fragmented analytical environments and data access structures, IBK created a unified data utilization framework that enables employees to more easily search, analyze, and utilize the data they need. Data utilization now extends across a broad range of operations, from regular report generation to operational status analysis.
AI & Tech
IBK is embedding AI across its banking operations through its proprietary generative AI platform, expanding AI applications from policy finance support to risk management and financial fraud response, while advancing its responsible AI governance framework.
Launch of the Proprietary Generative AI Platform "IBK GenAI"
In 2025, IBK became the first public institution to launch its proprietary generative AI platform, "IBK GenAI," integrating AI capabilities across its banking operations. A model dedicated to its internal network ensures customer data protection and security, while transforming work processes to improve speed and accuracy. In recognition of these AI capabilities, IBK was officially designated as an "AI Leading Institution" by the Ministry of Economy and Finance.
IBK GenAI Service Screen
AI-Driven Financial Innovation and Risk Management
IBK applies AI technology to policy finance and customer support areas, improving SMEs' access to policy funds and providing tailored information on policy programs and analysis through the "Policy Program AI Recommendation Service." The bank also built an "AI Governance System" to manage the lifecycle and risks of AI services. A fraud account detection model bolsters capabilities to prevent financial crimes such as voice phishing.
Enhancing Digital Customer Services
IBK continues to sharpen the competitiveness of its customer centers by refining consultation quality management systems and leveraging digital technology. Ranked first in the banking sector for four consecutive years, IBK's customer center was recognized as one of "Korea's Best Call Centers" for the 19th consecutive year, with its service quality and customer satisfaction receiving strong external validation.
The bank established a dedicated consultation quality evaluation team, creating a virtuous cycle of "assessment, feedback, and training." Through customized training programs tailored to each consultant's competency level, IBK ensures systematic quality management. As the first bank in the sector to apply generative AI to its voice bot "IBK Baro," the bank enables real-time analysis of customer intent and delivers natural responses. Its proprietary generative AI has also been integrated into the consultation support AI system, empowering agents to provide consistently high-quality consultation services.
Going forward, IBK will continue to refine its digital-based consultation services and quality management framework, further consolidating its position as a premier, customer-friendly financial institution.